We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 364862 results
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Decision Reference DRN-4718032
2 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4718032 The complaint F, a limited company complains that Revolut Ltd didn’t do enough to prevent the loss it suffered when it sent money to two Revolut accounts as the result of a scam. Mr B (F’s owner) has brought the complaint on F’s behalf and has used a representative when doing s... (5 pages)View decision -
Decision Reference DRN-4689190
2 Apr 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4689190 The complaint Ms C complains that TSB Bank plc cancelled her debit card in error and the new card it sent didn’t work. Ms C says that because of this she was unable to use her card on holiday or pay cash into her account and had to cancel a second holiday and swimming lessons f... (2 pages)View decision -
Decision Reference DRN-4360505
2 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4360505 The complaint Miss F complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4717653
2 Apr 2024 Santander UK Plc UpheldConsumer CreditDRN-4717653 The complaint Miss M complains that Santander UK Plc lent irresponsibly when it approved a loan application in July 2020. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In July 2020 Miss M applied for a... (4 pages)View decision -
Decision Reference DRN-3775712
2 Apr 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-3775712 The complaint Mr M complains that eToro (UK) Ltd (‘eToro’) closed his account without his consent because he wouldn’t provide the information eToro asked for. What happened Mr M had an account provided by eToro which he opened in 2017. Mr M said he used the account to trade a f... (3 pages)View decision -
Decision Reference DRN-4714416
2 Apr 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4714416 The complaint Mr R has complained about Amtrust Europe Limited’s decision to reject a claim he made for the theft of his caravan. Mr R made a claim under his caravan insurance policy. What happened Mr R advertised his caravan for sale. In January 2023 a buyer came to look at th... (2 pages)View decision -
Decision Reference DRN-4717812
2 Apr 2024 Lowell Financial Ltd UpheldConsumer CreditDRN-4717812 The complaint Mr N has complained that Lowell Financial Ltd recorded an incorrect address link on his credit file. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2022, Lowell took over the debt of someone who had a s... (3 pages)View decision -
Decision Reference DRN-4716880
2 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4716880 The complaint Mr H and Ms B have the benefit of a corporate private medical insurance policy, underwritten by Vitality Health Limited (‘the policy’), through Ms B’s employer. They’re unhappy that Mr H was unable to access Vitality’s member zone via its app. Mr H and Ms B say th... (3 pages)View decision -
Decision Reference DRN-4462649
2 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4462649 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money mismanaged the agreed resolution to his complaint about his Individual Savings Account (ISA) causing him stress and costs. What happened Mr G encountered difficulties with Virgin’s administration of ... (3 pages)View decision -
Decision Reference DRN-4608134
2 Apr 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4608134 The complaint Mr M complains that MBNA Limited (MBNA) reduced his credit limit unnecessarily. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’ve decid... (2 pages)View decision
